| Emails |
Initial contact will be made within 5 working days |
| Service requests |
Customers will receive a first callback within 3 working days |
| Pre-assessment |
We aim to complete these within 3 working days |
| New financial assessment |
Initial contact will be made within 28 days (if there are no legal issues and evidence is received in a timely manner). The assessment will be fully completed within 6 weeks |
| Changes in circumstances |
We aim to assess these within an average of 28 working days |
| Reviews |
We aim to assess reviews within an average of 28 working days |
| Complaints |
We aim to acknowledge and record your complaint within 5 working days of receipt |
